Type Message Description Probable Cause Suggested Action. Fan in the system is not functioning or room temperature

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1 Table of Content Error Messages List... 2 Troubleshooting the Storage System... 3 I can t access the Manager... 3 I forgot the password for logging in to the Manager... 3 The users can t access the shared folders... 4 The users can t create files in the shared folders... 4 The users cannot access the storage system using FTP... 5 The System Status LED is yellow... 5 The Disk Activity LED is blinking yellow... 5 One of the Global Disk Status LED lights is yellow... 6 My Western Digital WD2500JS SATA disk is not detected... 6 Troubleshooting Client Backup and Recovery... 6 The disk that I want to protect isn t listed... 7 Authentication errors occur when I try to protect a disk... 7 The Status page indicates that the backup is offline... 7 A backup did not occur at its regularly scheduled time... 8 I can t change my backup schedule... 8 I forgot my recovery CD password... 9 Creating a Diagnostic File for Analysis... 9 Creating a Diagnostic File (XRay) for Storage System... 9 Creating a Diagnostic File Using Intel Client Backup and Restore Creating a Diagnostic File using Recovery CD... 11

2 Error Messages List Message ID Critical Warning Warning Warning Warning N/A Type Message Description Probable Cause Suggested Action Critical Warning Warning Warning System shutting down due to high temperature on sensor (1, 2, or 3) System upgraded from [%1] to [%2] The storage space for backup is [%1] full. (Threshold is [%2]) The storage space for NAS is [%1] full. (Threshold is [%2]) The storage space in USB device(s) is [%1] full. (Threshold is [%2]) Network connection lost (Port %s) Shared folder [%1] now unavailable to [%2] Shared folder [%1] now unavailable to machine(s) [%2] Disk [%1] has been removed Warning Storage initializing Warning Disk error -- storage now operating in de- Fan in the system is not functioning or room temperature is too high Firmware of the system has been upgraded The storage space for backup is almost full. The allocated space for Shared Folder is almost full The storage space in the connected USB device is almost full Network connection of the specified port has been lost The privilege for the specified user to access the previously assigned shred folder has been removed The privilege for the specified computer to access the previously assigned shred folder has been removed The disk has been removed or broken RAID has been configured and is initializing One or more disks in the RAID set might be dam- Make sure the fan in the system is working properly and the room temperature is not too high Make sure the firmware upgrade is an intended action Review your storage utilization to make some rooms for backup. You can expand the shared folder size from the Advanced -> Disks link. NOTE: This action is distructive. Backup data before expanding the folder size. You can either make some room in the USB device, or disconnect the USB device Please check your network connections (including the cable, switch/hub) are secured Make sure the privilege change is an intended action Make sure the privilege change is an intended action Make sure removing disk is an intended action Please wait till the initialization is completed Please contact your disk manufacturer to get the

3 60018 Critical Warning Warning Warning Warning graded mode aged disks repaired One or more disks in the Disk error -- storage RAID is/are broken and must be repaired cannot be recovered disks repaired Unsupported USB device [%1] detected Password changed for backup client [%1] Backup image for [%1] removed Failed to adjust date/time with time server [%1] Non-disk type of USB device is connected to the USB connections Password has been changed Backup image for the client machine has been removed Unable to communicate to the time server. Please contact your disk manufacture to get the Make sure you only connect USB type of disk or flash memory to the USB connections, and one port one device. Make sure the password change is an intended action Make sure deleting backup image is an intended action Make sure the time server is up and running and the network connection is good. Troubleshooting the Storage System This section provides general information about common problems that you might have with your storage system and steps you can take to resolve them. I can t access the Manager If you re using the Console, make sure the computer where the Console is installed is in the same subnet as the storage system. If you re using a Web browser, make sure the name or IP address of the storage system is correct. You can use the storage system name only if that name is registered with a DNS server in your network. In addition, if you configured the storage system to use a specific IP address, you might need to specify the IP address of the gateway in your network before you can successfully access the Manager using a Web browser. First access the Manager using the Console and then specify the gateway address and try to access it using a Web browser. I forgot the password for logging in to the Manager You can reset the storage system to use its original administrator user name (admin) and password (storage) by pressing the small, recessed reset button on the back of the storage system. Note: This also resets the storage system to its original network settings. If

4 you previously configured the storage system to use a specific IP address, it will now obtain its IP address from the DHCP server (if any). If you don t have a DHCP server on the network, it will use its default IP address ( ). The users can t access the shared folders Make sure the storage system is powered on, connected to the network, and operating properly (all the disk LEDs, the system status LED, the disk activity LED, and at least one NIC LED should be green). Make sure the user configuration is correct. For Windows or Mac OS X users, try changing the password and accessing the shared folder again. For Linux users, make sure the computer name or IP address is correct. If it s not, recreate the user by removing the existing user and adding it again. Make sure the users are using the proper procedure for accessing the shared folders, including the correct name or IP address of the storage system. (You can use the storage system name only if that name is registered with a DNS server on your network.) Windows users can t access shared folders using the Console unless their computers are on the same subnet as the storage system. If using the Console does not work, try accessing the shared folders using My Computer or Windows Explorer. Make sure the user s computer is connected to the network and can otherwise access the storage system. To check the network connection in a Windows environment, click Start --> Run and type cmd. At the command prompt, type the following: ping IP_address where IP_address is the IP address of the storage system. If you do not see Reply from..., the problem is most likely with your network. The users can t create files in the shared folders Check the access rights for the user. The user must have read/write rights to be able to create files in the shared folder.

5 The users cannot access the storage system using FTP Make sure that Enable FTP server is selected on the Network page and that the users are using the correct address for accessing the storage system. If the network configuration is correct and the users are using the proper address and it still doesn t work, the FTP service might not be working properly. Restart the storage system. There is a restriction in current SS4000-E FTP service that no more than 8 concurrent FTP sessions can be setup. If you are setting up the 9th FTP connection, you need to disconnect one or more previous FTP connection to make room for it. The System Status LED is yellow A critical error might have occurred. Restart the system. If the System Status LED remains yellow, contact Technical Support. The System Status LED turns yellow for the following conditions: Fan failure Power supply failure Hard disk failure Operating system boot failure System board failure Hard disks are not configured (the System Status LED is yellow when first setting up the system) The Disk Activity LED is blinking yellow Check the LED lights for each individual disk to determine what is happening. If the disk LED light is blinking yellow, the disk is rebuilding. No action is required. When the process is complete, the LED will automatically become green again. If the disk LED light is solid yellow, a serious problem with the disk might have occurred. Contact Technical Support.

6 One of the Global Disk Status LED lights is yellow If the disk was previously functioning correctly but the LED light is now yellow, the disk might have failed. The impact of a disk failure depends on the disk configuration: My Western Digital WD2500JS SATA disk is not detected For the following SATA disk Information: Vendor: Western Digital Corporation Model: WD Caviar SE WD2500JS-98MHB0 Characteristic: 250GB By factory default, the above disk enables SSC (Spread Spectrum Clocking); however, the GD31244 SATA controller used in Intel Storage Server SS4000-E does not support SSC. To disable SSC in the above hard drive, please remove jumper in pins 1 and 2 with reference to the picture label on hard disk. Consult manufacture documentation for more information. Troubleshooting Client Backup and Recovery This section provides general information about common problems that you might have with Intel Client Backup and Recovery and steps you can take to resolve them. Note: If you need help from Technical Support, you might be asked to create a diagnostic file.

7 The disk that I want to protect isn t listed Intel Client Backup and Recovery does not support dynamic disks. These types of disks are automatically filtered from the list of disks that you can protect. Intel Client Backup and Recovery does not support USB disks. Authentication errors occur when I try to protect a disk When adding a storage system, make sure that you re using the correct name or IP address of the storage system. You can enter a storage system name only if that name is registered with a DNS server on your network. Make sure the computer is connected to the network and can otherwise access the storage system. To check the network connection, click Start --> Run and type cmd. At the command prompt, type the following: ping IP_address where IP_address is the IP address of the storage system. If you do not see Reply from..., the problem is with your network. If the storage system already exists, select it in the list of backup locations and then click Remove. Then click Add to add it again. This resets the settings in the iscsi initiator which might be causing the authentication problem. Note: When authentication errors occur, invalid backups might be created on the storage system. To ensure that you don t use up disk space unnecessarily, be sure to delete any extraneous backups on the storage system. Compare the Backup disk ID on the Status page in Intel Client Backup and Recovery with the Backup Disk ID on the Backups page in the Manager to determine which backup is actually being used. The Status page indicates that the backup is offline Make sure the storage system is powered on. Check the network connection to the storage system. To do this, click Start --> Run and type cmd. At the command prompt,

8 type the following: ping IP_address where IP_address is the IP address of the storage system. If you do not see Reply from..., the problem is with your network. Make sure that the backup has not been deleted on the storage system by checking the Backups page. If it has been deleted, remove protection and protect the disk again. If you changed the name of your computer, the storage system will not recognize it any longer. Remove protection for all your disks or partitions, delete the old computer name from the storage system, and then protect your disks again. A backup did not occur at its regularly scheduled time Check the schedule to confirm that it is correctly configured. Make sure the computer is powered on during the scheduled backup time. Make sure the storage system is powered on during the scheduled backup time. On the Status page, make sure that the Status is Normal. If protection is stopped (for example, if you recovered the disk or recovered a different partition on the same disk), backups will not occur until you resume protection by clicking Back Up Now. If you changed the name of your computer, the storage system will not recognize it any longer. Remove protection for all your disks or partitions; delete the old computer name from the storage system, and then protect your disks again. If the IP address of the storage system changed (for example, if the storage system obtains its IP address from a DHCP server and acquired a new one after you added the storage system to the list of backup locations), you must start Intel Client Backup and Recovery so that it can retrieve the new IP address. You must do this each time the IP address on the storage system changes. I can t change my backup schedule On the Status page, make sure that the Status is Normal. If protection is stopped (for example, if you recovered the disk or recovered a different partition on the same disk), you cannot change the schedule until

9 you resume protection by clicking Back Up Now. I forgot my recovery CD password The SS4000-E administrator can change the recovery CD password for restoring hard disks using the Manager. To change the recovery CD password: 1. In the navigation bar, click Backups. 2. In the Computer name list, click the name of the computer whose recovery CD password you want to change. 3. In the Passwords for Restoring Disks text box, type the password to use. This password must be characters long. 4. Click Change Password. The user must provide this password when recovering a disk from this storage system using the Recovery CD. Note: The same password is used for all disks backed up to the same storage system. Creating a Diagnostic File for Analysis Creating a Diagnostic File (XRay) for Storage System In some cases, you might need assistance from Technical Support to solve problems that you might have with Storage System. When you contact the Technical Support team, they might ask you to turn on the debug mode of the Storage System, reproduce the issue, and create a diagnostic file (XRay) to help them better understand your environment and configuration settings. To turn on the debugging mode, first access the Manager, after log in, type the hidden page URL: You are able to turn on/off debug mode and/or to generate XRay. The best practice is to turn on debug mode, reproduce the issue, generate XRay, and then turn off debug mode.

10 After you click Generate XRay, the Storage System is creating the XRay file of file format.tar.gz. You will be asked to click here to save the XRAY file into your browser machine. Please send this file to Tech Support team for further analysis. Creating a Diagnostic File Using Intel Client Backup and Restore In some cases, you might need assistance from Technical Support to solve problems that you might have with Client Backup and Recovery. When you contact the Technical Support team, they might ask you to create a diagnostic file to help them better understand your environment and configuration settings. You can create a diagnostic file using the Intel Client Backup and Recovery application. Note: This diagnostic file does not include the log files associated with the Intelligent Management Agent (IMA). You might be asked to send those files (iscmlib.log and iscmservice.log) separately. To create a diagnostic file using Intel Client Backup and Recovery: 1. Run Intel Client Backup and Recovery. 2. From the Action menu, click Create Diagnostic File.

11 3. Click Save to save the file using the default file name, or type the desired file name in the File name text box and then click Save. If desired, you can save the file in a different location. Once the file has been created, you can send it to Technical Support. Creating a Diagnostic File using Recovery CD You can create a diagnostic file, in the event of a system failure, using the recovery CD. To create a diagnostic file using the recovery CD, the computer must have a floppy disk drive or a directly connected USB disk. To create a diagnostic file using the recovery CD: 1. Insert the recovery CD into the PC s CD-ROM drive and boot from the CD. Press Alt-F2 at any time after loading the NIC driver for the PC, configuring the NIC and the computer. DO NOT initiate the recovery. 2. At the command line, enter the following command and then press Enter: xray 3. When prompted, insert a formatted floppy disk into the PC s floppy disk drive or attach a USB device to PC s USB port and press Enter. 4. Select the media where you want to save the diagnostic file and press Enter. The screen indicates whether the process succeeded or failed. Once the file has been created, you can copy it from the floppy disk or USB device to another operational PC and send it to the Technical Support. 5. To return to the recovery CD menu, press Alt+F1.